Since mid-March, Interlibrary Loans (ILL) departments have grappled with managing their library’s ILL services during an unprecedented time. The Illume Administrative Support Centre was well-positioned to serve as a guiding light, with its centralized perspective, deep knowledge of the underpinning technology, and established relationships with partners and software provider Auto-Graphics.
With every unexpected challenge – right from the early days of the pandemic’s appearance in BC – the Illume Support Centre provided front-line assistance, working diligently to respond to each partner inquiry, facilitating province-wide communications, and supporting making temporary closing and re-opening ILL procedures as smooth as possible. Drawing on the network of other Auto-Graphic SHAREit users across North America, the Illume Support Centre kept the service in touch with work and actions taking place in other jurisdictions.
Partner Library Challenge: Temporarily closing borrowing and lending services
Support: The Illume Support Centre developed guides and training videos for libraries on restructuring their Illume services during these temporary closures.
Partner Library Challenge: Developing messaging for patrons on where to go for information
Support: The Illume Support Centre created guidelines and video tutorials for placing informational notices on Illume homepages and supported ILL staff in developing messaging to patrons on how to manage expectations once ILL services resume.
Partner Library Challenge: Turning on requests for non-returnable electronic copies only for post-secondary libraries
Support: The Illume Support Centre provided training and support to help post-secondary libraries close their ILL services for physical items, while optimizing Illume to support requests for non-returnable articles only.
Partner Library Challenge: Resuming borrowing and lending services as public libraries began to re-open
Support: The Illume Support Centre provided continuous support to public libraries during their transition to re-open, including answering questions via email, developing additional guides and training videos, and organizing virtual meetings and training sessions to provide additional one-on-one support to ILL staff.
Throughout this time, the Illume Support Centre has also worked quietly in the background to coordinate bug fixes for the Illume software, including the submission of software enhancement requests to the vendor to address urgent technical issues and glitches. As public and post-secondary libraries continue to navigate these uncertain times, the Illume Support Centre will continue to be here to shed light and provide support as we enter the New Year.